Suu is our Accommodation Manager but having started her Rabbie's Career as a driver-guide she is scheduled to lead a couple of tours a year. There is obviously an official rota for this and we ensure her team are prepared, supported and equipped to deal with any issues that arise during these rare, short absences. In this particular situation, you did not receive a response from our accommodation team because there was no message passed to them that you needed assistance. This is a valid complaint in itself but has nothing to do with our accommodation team nor the way they are managed. Each of our guides must take responsibility for their own tour group and ensure that messages are relayed so that appropriate assistance can be provided. We regret that correct procedures were not followed here and that our accommodation team therefore did not receive the message about your concerns and had no opportunity to offer assistance. We can understand why you confronted Suu in these circumstances but you did so when she was out on a site visit with her own tour group and without the resources to assist you. She was not in a position to help and was absolutely right to refer you back to your own guide for assistance. Respectful communication is obviously important and we do apologise that you felt Suu was rude and dismissive. There were numerous faults and areas for improvement that we have addressed with you directly but to suggest that someone has no pride or respect for themselves or others based on their choice of clothing (a casual kilt in this case), is completely inappropriate - what an awful thing to say. This amounts to a personal attack and we strongly feel that its wrong to judge someones character or ability based on their appearance. We are pleased that you enjoyed the tour and appreciate the feedback that you have shared separately about your accommodation. Kind Regards, Aimee